Call center system and call service implementation method thereof

ABSTRACT

The present invention discloses a call center system and a call service implementation method thereof, wherein in the system, a Web access device is used for logging on an instant messaging server based on an instant messaging access of a user and sending instant messaging queuing information to a Computer Telephony Integration (CTI), and initiating an instant messaging request to a seat after receiving queuing result information returned by the CTI; the CTI is used for returning the queuing result information to the Web access device according to the received instant messaging queuing information and sending a Web access service beginning message to the seat; and the seat is used for accepting the instant messaging request initiated by the Web access device according to the received Web access service beginning message and performing an instant messaging. The call center system and the call service implementation method thereof provided by the present invention combines the interaction of the voice access and the operation of network access instant messaging, perfecting the call center system with a single manner of the voice access.

TECHNICAL FIELD

The present invention relates to the field of communicationtechnologies, and in particular to a call center system and a callservice implementation method thereof.

BACKGROUND

At present, a call center system with a Computer Telephony Integration(CTI) technology as core is widely applied to various public serviceindustries, including public institutions such as telecommunicationoperators, banks, civil/public affairs administrative government unitsand water/electricity/gas supply units, and enterprises such as thelarge-scale terminal goods retail enterprises. The call center systemwith the CTI technology as core is a main service means adopted by therelated enterprises and the public institutions which need to handleservices for a large number of customers, including serviceconsultation, data query, fault declaration, complaint suggestion,technical support and the like, and has a wide range of application. Thesystem framework of the call center system above is as shown in FIG. 1,including: a CTI, a soft switch, an intelligent network Service SwitchPoint (SSP), a seat module, a Session Initiation Protocol (SIP) softtelephone or a Public Switched Telephone Network (PSTN) conventionaltelephone; wherein the CTI is a core module of the conventional callcenter framework; the soft switch is a core device of thetelecommunication network, for finishing the control and processingfunction of the whole call flow and meanwhile controlling the connectionand disconnection of a speech path bearer network; the intelligentnetwork SSP is a service access point of the intelligent network, i.e.,a middle point between the intelligent network and the soft switch, forprocessing interaction between the intelligent network and the softswitch; the seat module is an interface module by which the seatinteracts with the CTI, and communicates with the CTI by applying thestandard Telephony Service Application Programming Interface (TSAPI)protocol and expansion thereof and can be called by a seat program in aform of control such as ActiveX control; the SIP soft telephone or thePSTN conventional telephone is a communicating device of the seat, andis a common PSTN conventional telephone set if corresponding to aconventional PSTN telephone network, and can be a software analogtelephone registered with the soft switch using SIP protocol throughInternet Protocol (IP) bearer if corresponding to a Next GenerationNetwork (NGN) broadband network.

In the system above, the work flow of modules collaborating with eachother is as follows: a user accesses, through a telecommunicationnetwork access device, a conventional PSTN telephone network or a newNGN broadband telecommunication network, and calls the core device ofthe telecommunication network, i.e., the soft switch; the soft switchcorresponds to the switch of the conventional network and then transfersto the corresponding intelligent network SSP to perform processingaccording to the intelligent network services corresponding to the softswitch; the SSP informs the CTI of call information; and then the CTIperforms a queuing processing and obtains an idle seat for communicatingwith the user; wherein the new NGN broadband telecommunication networkperforms communication using a broadband communication protocol such asIP/SIP through the IP bearer or an Asynchronous Transfer Mode (ATM)bearer. The call center is a typical intelligent network service.

However, at present, the call center system is basically merely limitedto perform an access in the manner of voice of a telephone network, witha single interactive method; when performing some complicatedoperations, the operations are much cumbersome; besides, there is alsoan access service method in which an access is performed through anetwork; however, this method is generally only limited to theself-service of a user at present, generally lacking interactivecommunication with customer service representatives, let alone otherextensibility applications such as video conference, white board, remoteassistance and the like.

SUMMARY

Certain embodiments of the present invention provide a call centersystem and a call service implementation method thereof to solve theproblem of the single manner of voice access and complicated operationsin the related art.

An embodiment of the present invention provides a call center system,which comprises: a Web access device, an instant messaging server, aComputer Telephony Integration (CTI) and a seat, wherein

the Web access device is arranged to log on the instant messaging serverbased on an instant messaging access of a user, send instant messagingqueuing information to the CTI, and initiate, after receiving queuingresult information returned by the CTI, an instant messaging request tothe seat;

the CTI is arranged to return the queuing result information to the Webaccess device according to the received instant messaging queuinginformation and send a Web access service beginning message to the seat;and

the seat is arranged to accept the instant messaging request initiatedby the Web access device according to the received Web access servicebeginning message, and perform an instant messaging.

Wherein the instant messaging queuing information may comprise aninstant messaging account of the user, and/or seat skills required;

the queuing result information may comprise an instant messaging accountallocated to the seat by the CTI according to the received instantmessaging queuing information; and

the Web access service beginning message may comprise an instantmessaging account of the user.

Preferably, the call center system according to the embodiment of thepresent invention may further have the following characteristics:

the Web access device is further arranged to initiate a session callaccess request to the seat based on a session call access of a user andsend call queuing information to the CTI, wherein the call queuinginformation comprises the call number of the user;

the CTI is further arranged to allocate an idle seat to the useraccording to the call queuing information; and

the seat is further arranged to accept the session call access requestsent by the Web access device via a soft switch and an intelligentnetwork SSP, and perform a session.

Preferably, the seat may be further arranged to notify the CTI to setthe state of the seat being in service after accepting the instantmessaging request or the session call access request; and

the CTI may be further arranged to refuse other access requests ofaccessing the seat when the state of the seat is in service.

The call center system according to the embodiment of the presentinvention may further comprise:

a network queuing device, arranged to forward a message between the Webaccess device and the CTI, wherein the message comprises the instantmessaging queuing information, the call queuing information and thequeuing result information.

Preferably, the CTI may be further arranged to return, when determiningthat the user obtains a service authorization according to the receivedinstant messaging queuing information, the queuing result information tothe Web access device and send the Web access service beginning messageto the seat; and

the seat may be further arranged to receive the instant messagingrequest initiated by the Web access device, compare the instantmessaging request with the Web access service beginning message sent bythe CTI, if it is indicated that the instant messaging request is alegitimate message by comparison, accept the instant messaging requestand perform the instant messaging; otherwise, return a rejectionmessage.

An embodiment of the present invention further provides a call serviceimplementation method in a call center system, which comprises:

a Web access device logs on an instant messaging server based on aninstant messaging access operation of a user and sends instant messagingqueuing information to a CTI;

the CTI returns queuing result information to the Web access deviceaccording to the received instant messaging queuing information andsends a Web access service beginning message to a seat;

the Web access device initiates an instant messaging request to the seataccording to the received queuing result information; and

the seat accepts the instant messaging request according to the Webaccess service beginning message and performs an instant messaging.

Wherein the instant messaging queuing information may comprise aninstant messaging account of the user, and/or seat skills required;

the queuing result information may comprise information of an instantmessaging account allocated to the seat by the CTI according to thereceived instant messaging queuing information; and

the Web access service beginning message may comprise an instantmessaging account of the user.

Preferably, the step that the CTI sends the Web access service beginningmessage to the seat may further comprise: the CTI, when determining thatthe user obtains a service authorization according to the receivedinstant messaging queuing information, returns the queuing resultinformation to the Web access device and sends the Web access servicebeginning message to the seat.

Preferably, the step that the seat accepts the instant messaging requestand performs the instant messaging may comprise: the seat receives theinstant messaging request initiated by the Web access device, comparesthe instant messaging request with the Web access service beginningmessage sent by the CTI, if it is indicated that the instant messagingrequest is a legitimate message by comparison, accepts the instantmessaging request and performs the instant messaging; and the method mayfurther comprise: if it is indicated that the instant messaging requestis not a legitimate message by comparison, the seat returns a rejectionmessage.

Preferably, after the seat accepts the instant messaging request andperforms the instant messaging, the method may further comprise:

the seat notifies the CTI to set the state of the seat being in serviceafter accepting the instant messaging request; the CTI refuses otheraccess requests of accessing the seat.

Compared with the related art, the embodiments of the present inventionhave the following advantages:

the call center system according to the embodiments of the presentinvention, compared with the existing call center system with the singlemanner of voice communication, greatly improves the interaction betweenthe customer service representative and the user; meanwhile, for someapplication fields, such as using a remote assistance function to help auser to solve a computer fault and using a white board to draw a simplemap, and guiding the user how to reach a designated place and so on, thecommunication effect is obviously improved and the experience of theuser is greatly improved compared with the single manner of the voicecommunication. Besides, the instant messaging tools existing in theinternet can be utilized to combine with the existing call centerplatform system to achieve low-cost function improvement. Furthermore,compared with the communication method which directly adopts an instantmessaging tool, the call center according to the embodiments of thepresent invention, in which the sessions of both the user and seatrepresentative are under the control of the call center platform,inherits queuing and allocation which are performed according to theskills and idle condition of the customer service representatives of thecall center platform, and the management functions such as authoritycontrol, data statistics, quality monitoring, communication recording,service feedback valuation, and can provide a support for massivetelephone traffic.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows a structure diagram of a call center system in the relatedart;

FIG. 2 shows a structure diagram of a call center system according to anembodiment of the present invention;

FIG. 3 shows a structure diagram of a call center system according to anembodiment of the present invention; and

FIG. 4 shows a flowchart of a call service implementation method in thecall center system according to an embodiment of the present invention.

DETAILED DESCRIPTION

The technical solutions of the embodiments of the present invention willbe described clearly and completely in conjunction with the accompanyingdrawings of the embodiments of the present invention; obviously, theembodiments described are only part of embodiments of the presentinvention rather than all of the embodiments. Based on the embodimentsof the present invention, all the other embodiments obtained by thoseskilled in the art without making creative work should be deemed to bewithin the protection scope of the present invention.

The embodiments of the present invention provide a call center systemand a call service implementation method thereof to solve the problemsof the single manner of voice access and complicated operations in therelated art.

The call center system according to the embodiments of the presentinvention combines the advantages of both the interaction of the voiceaccess and the operation convenience, intuition and diversification ofthe network access instant messaging, thereby further perfecting thecall center system with voice access as the single access manner in therelated art; so that a user can access a seat of the call center throughthe Internet network and communicate with a seat customer servicerepresentative in more richer interactive manners such as online chatincluding text chat, video chat and audio chat, white board, applicationprogram share, remote assistance and even video conference.

Meanwhile, the call center system according to the embodiments of thepresent invention is managed based on the call center platform, and isdifferent from the network point-to-point instant messaging system whichis not controlled by the centralized platform (like the present QQ, MSNand the like); the call center system according to the embodiments ofthe present invention inherits queuing and allocation which areperformed according to the skills and idle condition of the customerservice representatives of the call center platform, and the managementfunctions such as authority management, data statistics, qualitymonitoring, communication recording, service feedback valuation, and canprovide a support for massive telephone traffic.

An embodiment of the present invention provides a call center system, asshown in FIG. 2, which comprises: a Web access device 210, a CTI 220, aseat 230 and an instant messaging server 240; wherein

the Web access device 210 is used for logging on the instant messagingserver 240 based on the instant messaging access operation of a user,and sending instant messaging queuing information to the CTI 220 andinitiating, after receiving queuing result information returned by theCTI 220, an instant messaging request to the seat 230;

the CTI 220 is used for returning the queuing result information to theWeb access device 210 according to the received instant messagingqueuing information and sending a Web access service beginning messageto the seat 230; and

the seat 230 is used for accepting the instant messaging requestinitiated by the Web access device 210 according to the Web accessservice beginning message and performing the instant messaging.

Wherein the instant messaging queuing information comprises an instantmessaging account of a user and/or seat skills required; the queuingresult information comprises an instant messaging account allocated tothe seat by the CTI 220 according to the received instant messagingqueuing information; and the Web access service beginning messagecomprises an instant messaging account of the user.

Preferably, the Web access device 210 is further used for initiating asession call access request to the seat 230 based on the session callaccess operation of the user and sending call queuing information to theCTI 220, wherein the call queuing information includes the call numberof the user.

The CTI 220 is further used for allocating an idle seat to the useraccording to the call queuing information.

The seat 230 is further used for accepting the session call accessrequest sent by the Web access device 210 via a soft switch and anintelligent network, and performing a session.

Preferably, the seat 230 is further used for sending state informationof being in access service to the CTI 220 after accepting the instantmessaging request or the session call access request.

The CTI 220 is further used for refusing other access requests ofaccessing the seat after receiving the state information of being inaccess service.

Preferably, the CTI 220 determines whether the user obtains a serviceauthorization according to the received instant messaging queuinginformation, and, if yes, the CTI 220 returns the queuing resultinformation to the Web access device 210 and sends a Web access servicebeginning message to the seat 230.

The seat 230 receives the instant messaging request initiated by the Webaccess device 210, and compares the instant messaging request with theWeb access service beginning message sent by the CTI 220, and, if it isindicated that the instant messaging request is a legitimate message bycomparison, accepts the instant messaging request and performs theinstant messaging; otherwise, the seat 230 returns a rejection message.

The call center system according to the embodiment of the presentinvention further comprises a network queuing device 250 used forforwarding a message between the Web access device 210 and the CTI 220,wherein the message comprises the instant messaging queuing information,the call queuing information and the queuing result information.

The call center system according to the embodiments of the presentinvention, compared with the existing call center system with singlemanner of voice communication, greatly improves the interaction betweenthe customer service representative and the user, so that after theinstant messaging between the user and the seat representative isestablished, both the user and the seat representative can continue toinitiate other services such as video chat, video conference, remoteassistance and the like which are supported by the instant messagingsystem. The interaction process greatly improves the communicationeffect and the user's experience.

The specific implementation of the system according to the embodimentsof the present invention will be illustrated in detail with reference toa preferred embodiment.

System Embodiment

The structure diagram of the system according to the embodiment of thepresent invention is as shown in FIG. 3, and all modules included in theembodiment are as follows:

a Web browser, which is an internet browser in the terminal computer ofa user, such as Internet Explorer and the like;

a Web access module, which is a module for the Web browser to call, canbe embedded into the Web browser in a control manner and provides aninterface to be connected with the network queuing device through a Web;and provides an interface used for a multimedia interaction with a seatthrough the Web, wherein the multimedia interaction comprises functionssuch as text chat, voice chat, video chat, white board, applicationprogram share, remote assistance, video conference and the like whichcan be provided by the instant messaging system; of course, theembodiment of the present invention is not limited to theabove-mentioned function types listed; it should be illustrated that theabove Web browser and the Web access module together accomplish thefunction of the Web access device 210;

a network queuing device, which is a network queuing interface used forproviding a connection to the CTI for a seat queuing;

an instant messaging server, which is a network server for providinginstant messaging service, can be either an existing public instantmessaging system, such as QQ and MSN, or a self-developed instantmessaging system;

a CTI, which is a core module of the conventional call center framework;

a soft switch, which is a core device of a telecommunication network,for finishing the control and processing function of the whole call flowand meanwhile controlling the connection and disconnection of a speechpath bearer network;

an intelligent network SSP, which is a middle point between theintelligent network and the soft switch, for processing the interactionbetween the intelligent network and the soft switch; and

the seat is divided into three parts, comprising: an instant messagingmodule, used for communicating with the instant messaging server; a seatmodule, used for communicating with the CTI; and a telephone device withan SIP software telephone or a PSTN conventional telephone as a seat,which is a seat device used for performing communication between theseat representative and the user.

Preferably, the call center system according to the embodiment of thepresent invention is divided into three basic systems, comprising:

an online access queuing system which is connected to the CTI throughthe network queuing interface between the network queuing device and theCTI; an instant messaging system based on the instant messaging server;and a call center customer service platform system based on the softswitch, the intelligent network SSP, the SIP soft telephone and the seatmodule.

The above-mentioned three basic systems are independent from each otherand can be combined flexibly and organically, for example, an instantmessaging system existing in the Internet can be combined with anoriginal call center platform; or a self-developed instant messagingsystem can be combined with a call center platform.

For clearly describing the specific work process of the call centersystem according to the embodiment of the present invention, thespecific operation flow of the call center system according to theembodiment in practical application will be illustrated in detail by atypical flow of an online chat which is performed through a Web beingaccessed to the call center system, wherein the flow comprises thefollowing steps:

(1) a user logs on an Instant Messaging system Server (IMServer) usinghis/her own instant messaging system account and a Web access moduleembedded into the Web browser;

(2) the user is connected to the network queuing device through the Webaccess module, transmits instant messaging queuing information to theCTI to queue through the internet connection and waits queuing resultinformation to be returned by the CTI; wherein the instant messagingqueuing information comprises information of the instant messagingsystem account of the user, information of seat skills required by theuser, i.e., what services the seat can provide; the instant messagingqueuing information can be transmitted by a Hyper Text Transfer Protocol(HTTP) tunnel technology;

(3) the CTI determines whether the user has obtained an authorization ofthe service and whether the current system supports the Web accessmethod according to the instant messaging queuing information, if yes,an instant messaging account of a seat customer service representativewho is in idle state and supports the service skill will be allocated,the instant messaging account will be displayed to the user as thequeuing result information through the network queuing device, the Webaccess module and the Web browser in turn; and the CTI sends a Webaccess service beginning message to the seat module in the seat whilereturning the queuing result information, wherein the messagecorresponds to the instant messaging account of the user;

(4) the Web access module initiates an instant messaging request to theinstant messaging module in the seat according to the instant messagingaccount in the queuing result information returned by the CTI; theinstant messaging module in the seat forwards the request message to theseat module after receiving the request; and the seat module notifiesthe instant messaging module to accept the instant messaging requestafter determining that the instant messaging request is legitimate;

wherein the determining criteria of the seat module is: comparing theWeb access service beginning message sent by the CTI with the instantmessaging request sent by the instant messaging module, and, if it isindicated that the instant messaging request is a legitimate message bycomparison, notifying the instant messaging module to accept the instantmessaging request;

(5) after accepting the session request, the seat notifies the CTI toset the state of the seat being in service through the seat module; theCTI refreshes the state of the seat, does not accept other accessrequests of accessing the seat any longer and notifies other modulessuch as a log server of the call center platform to performcorresponding processing, such as recording a service log, a sessionstart time and the like;

(6) the user and the seat then can begin an online chat directly withtheir accounts in the instant messaging system as identifiers; and

(7) the user and the seat can further initiate other extended servicessupported by the instant messaging system, such as video chat, videoconference, white board, application program share, remote assistanceand the like; the customer service representatives can serve theaccessed users by various interaction modes.

The above process is the process that a user initiates the instantmessaging request to a seat; the session access process of the systemwill be described briefly below:

(1) the Web access module initiates a session call access request to theseat based on the session call access operation of a user, and sends theCTI call queuing information of the user including the call number ofthe user; wherein the Web access module preferably sends the sessioncall access request to the seat through the soft switch and theintelligent network SSP;

(2) the CTI allocates an idle seat to the user according to the receivedcall queuing information;

(3) after the CTI allocates the idle seat, the seat accepts the sessioncall access request sent by the Web access module via the soft switchand the intelligent network SSP, and performs a session; and

(4) after accepting the session call access request, the seat notifiesthe CTI to set the state of the seat being in service, the CTI refusesother access requests of accessing the seat.

The call center according to the embodiment of the present invention,compared with the existing call center platform with the single mannerof voice communication, greatly improves the interaction between thecustomer service representatives and the user. Meanwhile, for someapplication fields, such as using a remote assistance function to help auser to solve a computer fault and using a white board to draw a simplemap, and guiding the user how to reach a designated place and so on, thecommunication effect is obviously improved and the experience of theuser is greatly improved compared with the single manner of the voicecommunication. Besides, the instant messaging tools existing in theinternet can be utilized to combine with the existing call centerplatform system to achieve low-cost function improvement. Furthermore,compared with the communication method which directly adopts an instantmessaging tool, the advantages of the solution of the embodiment of thepresent invention are that: the sessions of both the user and thecustomer service representative are under the control of the call centerplatform, inheriting queuing and allocation which are performedaccording to the skills and idle condition of the customer servicerepresentatives of the call center platform, and the managementfunctions such as authority control, data statistics, qualitymonitoring, communication recording, service feedback valuation, and asupport for massive telephone traffic can be provided.

Method Embodiment

An embodiment of the present invention further provides a call serviceimplementation method in the call center system, as shown in FIG. 4, andthe method of the embodiment comprises the following steps that:

step 401: a Web access device logs on an instant messaging server basedon an instant messaging access operation of a user, and sends instantmessaging queuing information to a CTI;

wherein the instant messaging queuing information comprises an instantmessaging account of the user and/or seat skills required;

step 402: the CTI returns queuing result information to the Web accessdevice according to the received instant messaging queuing information,and sends a Web access service beginning message to a seat;

wherein the queuing result information comprises information of aninstant messaging account allocated to a seat by the CTI according tothe received instant messaging queuing information; the Web accessservice beginning message comprises the instant messaging account of theuser;

preferably, in step 402, the CTI determines whether the user obtains aservice authorization according to the received instant messagingqueuing information, and, if yes, the CTI returns the queuing resultinformation to the Web access device and sends a Web access servicebeginning message to the seat;

step 403: the Web access device initiates an instant messaging requestto the seat according to the received queuing result information; and

step 404: the seat accepts the instant messaging request according tothe Web access service beginning message and performs an instantmessaging;

preferably, in step 404, the seat receives the instant messaging requestinitiated by the Web access device, compares the instant messagingrequest with the Web access service beginning message sent by the CTI,and, if it is indicated that the instant messaging request is alegitimate message by comparison, accepts the instant messaging requestand performs the instant messaging; otherwise, the seat returns arejection message;

after step 404, the following step is further performed: the seatnotifies the CTI to set the state of the seat being in service afteraccepting the instant messaging request, at this moment, the CTI refusesother access requests of accessing the seat.

The call service implementation method in the call center systemaccording to embodiments of the present invention, compared the callservice method with the single manner of voice communication in theexisting call center system, greatly improves the interaction betweenthe customer service representative and the user; after the instantmessaging between the user and the seat representative is established,both the user and the seat representative can continue to initiate otherservices such as video chat, video conference, remote assistance whichare supported by the instant messaging system. The interaction processgreatly improves the communication effect and the user's experience.

Obviously, those skilled in the art can make various changes andmodifications to the present invention without departing from the spiritand the scope of the present invention. So, if the changes andmodifications made to the present invention belong to the scope of theclaims of the present invention or the equivalent technologies of thepresent invention, the changes and modifications are further deemed tobe included in the present invention.

The invention claimed is:
 1. A call center system, comprising: a Webaccess device, an instant messaging server, a Computer TelephonyIntegration (CTI), and a seat, wherein the Web access device beingarranged to log on the instant messaging server based on an instantmessaging access of a user, send instant messaging queuing informationto the CTI, and initiate, after receiving queuing result informationreturned by the CTI, an instant messaging request to the seat; the CTIbeing arranged to return the queuing result information to the Webaccess device according to the received instant messaging queuinginformation and send a Web access service beginning message to the seat;the seat being arranged to accept the instant messaging requestinitiated by the Web access device according to the received Web accessservice beginning message, perform an instant messaging, and initiateextended services supported by the instant messaging server, theextended services including video chat, video conference, white board,application program share and remote assistance; and the call centersystem further comprises a network queuing device, the network queuingdevice is arranged to forward a message between the Web access deviceand the CTI, wherein the message comprises the instant messaging queuinginformation and the queuing result information.
 2. The system accordingto claim 1, wherein the instant messaging queuing information comprisesan instant messaging account of the user, and/or seat skills required;the queuing result information comprises an instant messaging accountallocated to the seat by the CTI according to the received instantmessaging queuing information; and the Web access service beginningmessage comprises an instant messaging account of the user.
 3. Thesystem according to claim 1, wherein the Web access device is furtherarranged to initiate a session call access request to the seat based ona session call access of a user and send a call queuing information tothe CTI, wherein the call queuing information comprises the call numberof the user; the CTI is further arranged to allocate an idle seat to theuser according to the call queuing information; and the seat is furtherarranged to accept the session call access request sent by the Webaccess device via a soft switch and an intelligent network ServiceSwitch Point (SSP), and perform a session.
 4. The system according toclaim 3, wherein the seat is further arranged to notify the CTI to setthe state of the seat being in service after accepting the session callaccess request; and the CTI is further arranged to refuse other accessrequests of accessing the seat when the state of the seat is in service.5. The system according to claim 1, wherein the CTI is further arrangedto return, when determining that the user obtains a serviceauthorization according to the received instant messaging queuinginformation, the queuing result information to the Web access device andsend the Web access service beginning message to the seat; and the seatis further arranged to receive the instant messaging request initiatedby the Web access device, compare the instant messaging request with theWeb access service beginning message sent by the CTI, if it is indicatedthat the instant messaging request is a legitimate message bycomparison, accept the instant messaging request and perform the instantmessaging; otherwise, return a rejection message.
 6. The systemaccording to claim 2, wherein the CTI is further arranged to return,when determining that the user obtains a service authorization accordingto the received instant messaging queuing information, the queuingresult information to the Web access device and send the Web accessservice beginning message to the seat; and the seat is further arrangedto receive the instant messaging request initiated by the Web accessdevice, compare the instant messaging request with the Web accessservice beginning message sent by the CTI, if it is indicated that theinstant messaging request is a legitimate message by comparison, acceptthe instant messaging request and perform the instant messaging;otherwise, return a rejection message.
 7. A call service implementationmethod, comprising: a Web access device logging on an instant messagingserver based on an instant messaging access operation of a user andsending instant messaging queuing information to a Computer TelephonyIntegration (CTI); the CTI returning queuing result information to theWeb access device according to the received instant messaging queuinginformation and sending a Web access service beginning message to aseat; the Web access device initiating an instant messaging request tothe seat according to the received queuing result information; thenetwork queuing device forwarding the message between the Web accessdevice and the CTI, wherein the message comprises the instant messagingqueuing information and the queuing result information; the seataccepting the instant messaging request according to the Web accessservice beginning message, performing an instant messaging, andinitiating extended services supported by the instant messaging server,the extended services including video chat, video conference, whiteboard, application program share and remote assistance.
 8. The methodaccording to claim 7, wherein the instant messaging queuing informationcomprises an instant messaging account of the user and/or seat skillsrequired; the queuing result information comprises information of aninstant messaging account allocated to the seat by the CTI according tothe received instant messaging queuing information; and the Web accessservice beginning message comprises an instant messaging account of theuser.
 9. The method according to claim 7, wherein the step that the CTIsends the Web access service beginning message to the seat comprises:the CTI, when determining that the user obtains a service authorizationaccording to the received instant messaging queuing information, returnsthe queuing result information to the Web access device and sends theWeb access service beginning message to the seat; and the step that theseat accepts the instant messaging request and performs the instantmessaging comprises: the seat receives the instant messaging requestinitiated by the Web access device, compares the instant messagingrequest with the Web access service beginning message sent by the CTI,if it is indicated that the instant messaging request is a legitimatemessage by comparison, accepts the instant messaging request andperforms the instant messaging; and the method further comprising: if itis indicated that the instant messaging request is not a legitimatemessage by comparison, the seat returns a rejection message.
 10. Themethod according to claim 7, further comprising the seat notifying theCTI to set the state of the seat being in service after accepting theinstant messaging request; the CTI refusing other access requests ofaccessing the seat.
 11. The method according to claim 8, wherein thestep that the CTI sends the Web access service beginning message to theseat comprises: the CTI, when determining that the user obtains aservice authorization according to the received instant messagingqueuing information, returns the queuing result information to the Webaccess device and sends the Web access service beginning message to theseat; and the step that the seat accepts the instant messaging requestand performs the instant messaging comprises: the seat receives theinstant messaging request initiated by the Web access device, comparesthe instant messaging request with the Web access service beginningmessage sent by the CTI, if it is indicated that the instant messagingrequest is a legitimate message by comparison, accepts the instantmessaging request and performs the instant messaging; and the methodfurther comprising: if it is indicated that the instant messagingrequest is not a legitimate message by comparison, the seat returns arejection message.